AC Installation & Follow Up Repair
I contacted Convertible Heating and Air Conditioning last spring in response to a promotion in the mail. It was nice dealing with Marnie and the rates were indeed competitive.
However, upon installation the unit was not able to operate on the Auto setting. We were told that it would be okay for the unit to operate on the “Fan/On” setting, as it helps with circulation. In addition, we were told that since it was under warrantee, a service person from the company could come back to fix what was wrong at no charge (as the installer did not have the necessary tools on hand).
We were not followed up by a service person and as I had just had a baby, did not remember to call the company back until receiving an exorbitant energy bill (after that summer). Upon contacting the company, we were informed that it was too cold for a diagnostic and that the work would have to wait until the following spring (before the warrantee expires).
We followed up a few weeks ago and a service person diagnosed the problem and returned to complete the repairs. The service guy followed up later that day to say that we unfortunately had to pay after all. There had been a misunderstanding between him and the company and repairs had been done to our furnace circuit board, which that affects the operation of the AC unit. As only the AC was installed by the company the labour would not be covered.
After following up with the company, the only explanation I received was “well, someone has to pay” the service person. Although the owner accepted that the misunderstanding was their fault, I was told that our options were to (1) make payment (at a discount) or (2) the service person could return to undo the work that was completed.
Topping off this entire situation, we recently received a reminder (in the mail) from the company to extend our service warrantee. All things considered, this experience has been mediocre at best.
- Approximate cost of services:
- $2,000.00
- Company Response
It is this type of review that disappoints me...
All of our actions in dealing with this customer were taken with the best of intentions. The only thing we were focused on doing was to resolve the issue. It was only when she found out she actually had to pay for the repair that she became very unreasonable. It's unfortunate....
We made the assumption that there was an issue with the air conditioning system and were going to resolve it under warranty to ensure the customer was satisfied. When we arrived we found a faulty circuit board on the furnace and we replaced it. The furnace was installed by another company a few years ago so the circuit board was under manufacturers' warranty, however, the labour was not under warranty.
When the service technician was dispatched he was told the call was under full warranty. Following the repair he called the office to follow up and we realized that it was not a warranty call as the issue was with the furnace. It was at this point that we contacted the customer to explain the situation.
The customer was very unreasonable. This is a repair that she would have had to pay for whether it was done by our company or any other company. It quickly became obvious that she was trying to take advantage of the situation in order to get a free repair. She was not even willing to accept our offer of 50% off the repair in order to help her out.
The following day I spoke to her husband and explained the situation. Without question he agreed that our offer of 50% off was more than fair. He asked that we send him an invoice and told me he would pay for it.
Grant White
Service Manager